Refund policy

All our products are carefully inspected for any health issues by experienced professionals, and we guarantee the health and viability of our plant material.

All errors, shortages, or quality problems must be reported in writing to e-mail liliana@lilysgardenstore.com. Dormant bareroots, rhizomes, seeds and dahlia tubers must be reported within 7 days. Live plants and rooted cuttings must be reported within 3 days of arrival, or our warranty is waived, as too many factors are outside of our control from that point on.

For all defects with products reported on time, we will promptly replace, credit, adjust, and/or advise you of further proper product care at that time.

Lily's Garden Store is not responsible for non-performance or loss of stock due to improper storage, planting, forcing, environmental or growing conditions, which are beyond our control.

All goods travel at risk and expense of buyer. Claims regarding damage in transit should be made with the carrier and brought to our attention within 24 hours.

To be eligible for a return, your item must be in the same condition that you received it, unused or unopened, and in its original packaging. You’ll also need the order number and invoice or proof of purchase.

To start a return, you can contact us at liliana@lilysgardenstore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We do not allow for exchanges or substitutions once the orders are placed.

You can always contact us for any return question at liliana@lilysgardenstore.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All issues must be reported to our customer service email liliana@lilysgardenstore.com. We absolutely do not offer customer support via social media, we return email inquiries only.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as cut flowers, or plants) and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.